Ordering online can sometimes mean the product/s you order may not be what you expected or sizing may not be the correct size for you or someone you purchased it for. We get it and for that reason, we have a return and exchange policy that will allow you to return product/s subject to certain criteria’s (see below).


There is a period of within 15 days of the item being delivered to you or available for collection that is subject to a full refund by way of the original payment method. Anything within 16-28 days will be given a credit voucher of the same amount. Anything outside of 28 days is no longer refundable or exchanged. Therefore, it is very important that you send return within 28 days to ensure you get your full refund or credit voucher. If for any reason you can’t return it to us within the time frame, please contact us immediately.

  • Within 0-15 days of delivery date or available for collection = Full refund (NZ & Australia only)
  • Within 28 days of delivery date = Full refund (Other Countries)
  • Within 16-28 days of delivery date or available for collection = Credit voucher (NZ & Australia)
  • Within 40 days of delivery date = Credit voucher (other countries)
  • > 40 days is no longer eligible for a full refund or credit voucher

In order to get a full refund or exchange voucher, all products must be in its original condition;

Original Condition:

  • Tag must be intact to product/s
  • Seal on product must be intact and not removed or tampered with
  • Product is in the same condition and packaging as it was shipped out (i.e. shoes must be returned in box). Must be new, unworn, unwashed with no blemishes

There are also specific products that are not refundable due to hygiene purposes. Please ensure you read product descriptions carefully before you make purchase. Products with * on title are non refundable items (see below)

Non Refundable Products

For hygiene purposes we cannot accept any refunds or returns on the following items that have either been tampered with, damaged, broken and or missing protective seals.

  • Pierced jewellery (i.e earrings)
  • Face and Body products
  • Underwear & Lingerie
  • Swimwear

We understand you will need to try some items on to ensure that it fits but you must not wear the item or wash it. Any indication on item which suggest it might have been worn or washed will result in no refund or credit voucher. As a result we will send item back to you using default address and may ask you to pay for delivery costs.

All refund will be at our discretion.


Sometimes products may arrive to you faulty. Please do the following;

  • Take a photo of faulty item
  • Email photo to us with product number and name of product
  • Fill faulty form slip
  • Return item using courier bag

Please ensure you send return within time frame in order to get a refund or credit voucher. We will not be able to give you a refund or credit voucher if you send return outside these time frames.

All returns are inspected thoroughly upon arrival to ensure it was a manufacturing fault.

Afterpay Orders

Any return orders made with after pay or a pay later solution will continue until payment is all paid regardless if a return needs to be made. Standard time frame applies to all returns including orders made through after pay. HOS has no liability to you for these payments or any additional charges incurred, so make sure to pay them off in full.

We aim to refund you within 14 days of receiving the returned item/s. Depending on your bank institution the refund might take more than 14 days to be credited into your account.

Delivery Costs

You will be responsible for the cost of returning any items. We recommend you take a photo as proof of postage to avoid any complications and delays.

It is your responsibility to ensure the item arrives to us in good condition. That means packaging the items in a way where it will not be damaged on the way to us. The item/s is your responsibility until it reaches us. We recommend you take a photo of return package as proof of postage in case you need to contact us about your return.

Any item that is return to us by mistake will not be our responsibility. We will return item back to you and may ask you to cover the cost of shipping/delivery.

If we feel you have been abusing the return and exchange policy by sending back more returns than the average customers and there is an ongoing pattern and products appear to have been used,  we will deactivate your account and any associated accounts. If you feel there has been an error made on our side, please contact Customer Care.

We reserve the right to take legal action against you if the item/s you return do not match what you have ordered.


We do not do exchanges. If you like to a exchange a particular item, please return your unwanted item and place a new order.


PO Box 69 080, Glendene Village, Glendene, Auckland, New Zealand 0645
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